Case Study: Bonchon cuts incident review time by 73% with Tattle

Bonchon cuts incident review time by 73% with Tattle

Bonchon, a leading Korean fried chicken brand with over 150 U.S. locations, faced a significant challenge with its guest experience score (CER). While this single metric was its top driver, it lacked the granularity to pinpoint specific operational issues, leaving operators guessing whether a problem was related to food quality, packaging, cleanliness, or service. This made it difficult to implement effective fixes, especially across its growing dine-in and off-premise business channels.

To solve this, Bonchon implemented Tattle's guest feedback and analytics platform. The solution provided highly detailed, honest feedback without incentivization, allowing the brand to break down its data by daypart, channel, and individual menu items. This enabled specific actions, such as revising cleanliness line checks and redesigning off-premise packaging. As a result, Tattle helped Bonchon achieve a 73% reduction in incident review time, a 28% increase in order accuracy, and a 25% increase in speed of service.

Bonchon